Summary:
To support Azelis US in handling customer complaints and other nonconformance issues. The position will be able to handle a nonconformance from entry, monitoring, communicating with the customer, issuing return good authorizations, tracking the returns through the warehouse, issuing credit memos to the customer, update and confirm additional training presented to prevent future occurrences, and initiate follow up and closure with inter-departments to be sure they are being closed out in the allotted time frames. Be the main contact with SHEQ for NCR resolution. Other responsibilities and reporting as assigned.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Manage customer complaint or other NCR requests and determine next steps
- Enter NCR details into reporting tool as necessary
- Ensure all information is correctly completed in reporting tool including required attachments/documentation
- Monitor and communicate next steps to necessary parties
- Assist department Managers in investigating, providing root cause, and implementing corrective actions, excluding product quality investigations.
- Assist SHEQ regulatory team in escalating product quality complaints with Product Development Managers and Suppliers as needed
- Track returns to the warehouse
- Track credit memos for open NCRs
- Confirm inventory is updated when issuing credit to correct warehouse
- Confirm all necessary steps are completed for each NCR
- Initiate follow up on open NCRs to appropriate departments
- Work with SHEQ assurance on follow up and closure of all NCRs
- Manage final communication of corrective action/resolution to customer as necessary
- Develop business level NCR reviews that will aid in continuous improvement
- Maintain a weekly aging report for all open NCRs
- Run a weekly report on all open NCRs and work on follow up on each NCR.
Skills Required
- 3+ years of hands-on experience as a Microsoft Dynamics CRM consultant or analyst in multiple CRM implementations
- Excellent communication, interpersonal, and presentation skills
- Strong analytical and problem-solving skills with attention to detail
- Knowledge of Agile working methodologies
- Bachelor's or master's degree in information systems or equivalent experience
- Experience with Microsoft Power Platform, Power Automate, Customer Voice, and Copilot
What We Do
As a leading global innovation service provider in the specialty chemicals and food ingredients industry, we are committed to creating value for principals and customers whilst providing a great work environment and career opportunities. Azelis has 4,200+ employees across 65 countries worldwide. We work with around 2,800 principals to provide a diverse range of innovative products/services to 63,000+ customers. Our industry-dedicated sales teams have specialist product and application knowledge, combined with business know-how, enabling us to add value in all business relationships. We’re always looking to add new talent to our team and encourage and support the personal and professional growth of all employees. Specialties include: Life Sciences: Personal Care, Home Care & Industrial Cleaning, Pharma & Healthcare, Food & Nutrition, Animal Nutrition, Agricultural & Environmental Industrial Chemicals: CASE, Electronics, Essential Chemicals, Fine Chemicals, Advanced Materials & Additives, Chemicals, Lubricants & Metal Working Fluids, Other Applications, Textiles, Leather & Paper At Azelis, our partnerships with customers and principals remain at the heart of our activities. As a leading global innovation service provider, our entrepreneurial approach to doing business is reflected in our can-do attitude. Across our network of more than 70 application laboratories, our award-winning staff help develop formulations and provide technical guidance along the customers’ product development process. We combine a global market reach with a local footprint to offer a reliable, integrated and unique digital service to customers and attractive business opportunities to principals. Striving to create a positive impact on the environment and communities around the world, we are top-industry-rated by Sustainalytics. Azelis is a leader in sustainability. We aim to provide effective, sustainable, and reliable solutions. Our business is your business
